Automatic Queue Routing is not working when SR is assigned to an Agent

Summary:

Automatic Queue Routing is not working when the SR is assigned to an Agent during creation of SR.

Content (please ensure you mask any confidential information):

We have identified an issue related to queue routing during Service Request creation:

• When an Agent creates a Service Request and explicitly assigns it to a resource during creation, the queue routing does not get triggered.
• However, when the Service Request is created without assigning it to any resource, the queue is correctly assigned based on the defined Queue Routing Rules.

Expected Behaviour:

• The queue should be assigned to the Service Request based on the configured routing rules (categories and Business Unit), regardless of whether a resource is manually assigned during SR creation.